Job Description:

Job Specification – VIP Support Analyst

• Role Title: VIP Support Analyst
• IR35 Status: Inside IR35
• Security Clearance Required: BPSS
• Location: Warrington (Full-time onsite with travel to other Amentum locations as required)
• Working Pattern: 40 hours per week, Monday to Friday
• Shift / On-Call Requirement: Possible on-call support required during periods of business demand
• Expenses: Travel and accommodation covered when travelling to other sites

We are seeking a highly professional, customer-focused VIP Support Analyst to join the International IT Service Desk team.
This role provides high-priority, white-glove IT support to senior leadership, VIP users, and key business stakeholders, ensuring a seamless, responsive, and discreet technology experience. The successful candidate will operate across L1 to L3 support activities, combining Service Desk call handling, remote support, and hands-on onsite support across Warrington and other Amentum locations as required.
The role is highly visible and mobile in nature, supporting end-user devices, applications, collaboration tools, meeting room technologies, networking, and related infrastructure components.
The successful candidate will possess strong technical troubleshooting capability, excellent communication and stakeholder management skills, and the confidence to work effectively in executive-facing environments. They will act as a trusted technical contact for VIP users, take ownership of incidents and service requests through to resolution, and coordinate effectively with L3 teams, service partners, and wider support functions.

This role is critical in strengthening IT engagement with the business and enhancing the experience of senior stakeholders. The postholder will contribute to service continuity, knowledge management, user communications, training materials, and continuous service improvement initiatives.

Key Responsibilities

• Provide dedicated, high-touch IT support to senior leadership, VIP users, and key business stakeholders, delivering a professional, discreet, and responsive service.
• Act as a trusted point of contact for VIP incidents, service requests, and escalations, ensuring timely prioritisation, ownership, and resolution aligned to business expectations.
• Deliver L1–L3 support across:
  • Windows devices
  • Microsoft 365
  • Enterprise applications
  • Identity and access management
  • Printing services
  • Mobile devices
  • Networking
  • Telephony and collaboration technologies
• Manage incidents and service requests using the ServiceNow ITSM platform, maintaining accurate records, clear user updates, and adherence to SLAs and ITIL best practice.
• Provide onsite and field-based support across Warrington and other Amentum sites, including executive-facing support for meetings, events, and business-critical activities.
• Support meeting room technologies including Microsoft Teams Rooms, AV equipment, video conferencing, and unified communications solutions.
• Diagnose and resolve hardware and software issues, including device swaps, laptop builds, mobile device configuration, onboarding/offboarding activities, and technology refresh programmes.
• Provide local hands-and-eyes support for second-line, third-line, and external support partners during implementation, troubleshooting, and service restoration activities.
• Collaborate with Service Desk, project teams, Business Relationship Managers, Facilities, and Security teams to ensure continuity of service and smooth introduction of new or changed services.
• Produce and maintain knowledge articles, procedures, user guides, bite-sized learning videos, and training materials to improve user adoption and self-service capability.
• Identify opportunities for service improvement, automation, and enhanced user experience.
• Maintain accurate stock and asset management records and support compliance with organisational standards and IT security policies.
• Support IT security incidents, project delivery activities, and operational improvement initiatives as required.
• Work flexibly within a fast-paced environment, including occasional extended hours and travel to support business requirements.

Required Skills & Knowledge

• Excellent customer service and stakeholder management skills, with experience supporting senior leaders and VIP users.
• Strong troubleshooting capability across:
  • Windows operating systems
  • Microsoft 365
  • Standard enterprise applications
  • End-user hardware
  • Identity and access services
• Experience using ITSM platforms such as ServiceNow, including incident, request, escalation, and SLA management.
• Good understanding of collaboration technologies including Microsoft Teams Rooms, AV solutions, telephony, and video conferencing platforms.
• Strong analytical, troubleshooting, and problem-solving capability with the ability to work effectively under pressure.
• Experience using:
  • SharePoint
  • Power Automate
  • Power Apps
  • Power BI
  • Chatbot technologies
• Experience creating digital learning content including guides, videos, and user training materials.
• Working knowledge of:
  • Active Directory
  • SCCM
  • Microsoft Intune
  • Microsoft Azure
  • Networking fundamentals
• Ability to explain technical concepts clearly to non-technical users.
• Self-motivated, proactive, resilient, and solutions-oriented with strong ownership and accountability.
• Willingness to travel between sites and support onsite activities where required.

Experience & Qualifications

• Proven experience in a Service Desk, End User Computing, or VIP Support role covering first-line and second-line support activities.
• Experience supporting senior stakeholders or executive-level users within a professional business environment.
• Experience delivering onsite or field-based IT support across multiple locations is desirable.
• ITIL Foundation certification (or equivalent service management experience) is desirable.
• Exposure to project delivery activities or a recognised project management qualification such as PRINCE2 would be advantageous.

Additional Information
This is a full-time onsite role requiring a professional, adaptable, and customer-focused individual who is comfortable working in highly visible executive-facing environments. The role offers an opportunity to contribute directly to the enhancement of VIP IT support services and user experience across the organisation.

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